BEST 2014BEST 2011BEST 2014

BEST Survey results 2014

BEST 2014

Suggested agenda – BEST Survey 2014 presentation

BEST Survey 2014 Page 2

Suggested agenda

10 min Introduction, and info about the survey

10 min Changes in the PT service / use of PT in your region from 2013 to 2014

45 min BEST Survey Results 2014 including Special Topics

10 min Results from BEST key figure database

15 min BEST Seminar 2015 & workshops 2015

BEST 2014

BEST Benchmarking in European Service of public Transport

”To be humble enough to admit that there is always something you can learn

from others, and ambitious enough to believe that even the BEST can be

improved”

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BEST 2014

OrganisationSteering committee: Nordic Directors Meeting (NDM)

Chairman: Marit Elin Leite, Ruter

Vice chair: Gylve A. Sandal, Ruter

Planning committee:• Pernilla Helander, SLL/TF• Marit E. Leite, Ruter• Jesper Wibrand, Movia• Antti Vuorela, HSL

Permanent working group: • Key figure database

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BEST 2014

Objective & working process

Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals

Survey: Benchmarking of citizens perception of public transport service.

Key figure database: Benchmarking of “hard facts”

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Survey results & analysis

NDM

WG Key figure database

BEST Seminar

NDM

Workshops & WG Key figure

database

BEST 2014

• 1.000 interviews with citizens aged 16+ per year

• A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki)

• Before: A telephone survey conducted March every year from 2001 – 2012

• Perceived quality – 10 dimensions (approx. 27 statements)

• Quality evaluated on a 5-point scale

• Special survey topic

The Survey

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BEST 2014

Special topics 2014

1.Tickets and ticket inspections2.Use of ticket media

(electronic travel card, mobile phones, paper)

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BEST 2014

ReportingWeb report:• All results from standard

survey and key figure database, available in the web report

• Possible to export to PowerPoint or Excel

Other reports/presentations:• Special survey topics• Quality indicators impact on

overall citizen satisfaction• Available from the BEST web

site (www.best2005.net)

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https://manager.dapresy.com/manager/

BEST 2014

BEST Seminar• Exchange of experiences &

networking• Once a year, this year 17th

and 18th of September in Oslo

• Discussing the results of the survey

• Special topics • Award given to ”BEST City”• Suggest topics for work

shops• Colleagues dinner

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BEST 2014

BEST work shops 2014

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WG 1: BEST Key figure database, Copenhagen, April 29WS 1: Customer requirements on bus standards, Oslo, September 8 WS 2: Customer satisfaction & travel behaviour surveys, Stockholm, October 8 WS 3: Customer service & traffic information, Copenhagen, October 30WS 4: Ticket and payment solutions & fare evasion, Helsinki, November

Topics 2014:

• One day in-depth discussion• Topics suggested at Seminar, could also be

linked to Special Topic• All participating cities makes a presentation

Work shops:

BEST Key figure working group. From left: Börn Marklund, Gylve A. Sandal, Noora Nikula, Nicolas Simond, Jesper Wibrand

All presentations from workshopscan be found here:

http://best2005.net/Workshops/BEST-Workshops-2014

BEST 2014

Dimensions believed to affect satisfaction included in the survey

Background variables:• Travel frequency by public transport• PT modes most often used• Main occupation• Gender• Age• Post code (geography)

10. Loyalty

8. Value for money

7. Social image

9. Satisfaction

1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal security/safety6. Comfort

Ridership

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BEST 2014

Page 12

BEST Survey results• 1.000 interviews with citizens

aged 16+ per year

• Since 2001• Approx. 27 statements

1. Traffic Supply

2. Reliability

3. Information

4. Staff behaviour

5. Personal safety

6. Comfort

7. Social image

8. Value for money

9. Satisfaction

10. Loyalty

Quality dimensions

Overall satisfaction with PT (2014) Development in overall satisfaction

BEST Survey 2014

BEST 2014BEST 2011BEST 2014

City report / prepared for each city(File exported from Dapresy)

BEST 2014BEST 2011BEST 2014

Special topic: PT information channels

BEST 2014BEST 2011BEST 2014

Special topic: Use of ticket media

BEST 2014BEST 2011BEST 2014

BEST Key figure database

BEST 2014BEST 2011BEST 2014

BEST Seminar & work shops 2015

BEST 2014

Seminar & workshops 2015BEST Seminar 2015: Oslo, September 17th and 18th

– What should our organisation present at the BEST Seminar 2015?

WG Key figures: Oslo, xx. April WS1:WS2:WS3:

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BEST 2014

Other input our organisation wants to give BESTBEST Survey & Reports• What do we think could be changed / be improved?

Special survey topics 2016• Topics that might be especially interesting for us to include in the 2016

survey?

Work shops 2015• Any topic that would be especially useful for us to discuss with fellow PT

professionals?

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